South Hylton Medical Centre

Reception staff dismissive about prescription concerns

The service here has been disappointing and unhelpful. There have been difficulties obtaining necessary repeat medications, with requests being refused despite the importance of continuity. Complaints do not appear to be taken seriously or properly addressed. The reception staff can come across as unwelcoming and dismissive when dealing with patients. I would recommend seeking care elsewhere if you have other options available.

Reception staff talk over patients without listening

This practice was once highly regarded. Following the alignment with the local GP alliance, there has been a noticeable decline in service quality. Some of the nursing staff demonstrate competence and knowledge. However, several newer team members appear to struggle with their roles. Attempting to book appointments proves consistently difficult, with availability seemingly never materialised despite the practice appearing quiet. Communication issues are evident, with some staff members not listening attentively to patient concerns. There appears to be a lack of accountability and responsiveness to feedback. Staff seem confident in their position regardless of how interactions unfold, suggesting they feel supported by management decisions. The clinical staff continue to perform well generally, though they may not be fully aware of the significant operational challenges occurring within the reception and administrative functions, particularly regarding appointment availability and patient communication.

Phone queue chaos at opening time

I called and was second in the queue. I observed two staff members entering the surgery at 7:50am. I then watched the shutters being opened while I was still waiting on the line at 8:02am. When someone finally answered, I was told there were no appointments available. It appeared the phone lines had been quite busy with numerous calls already that morning.

Long wait for a phone appointment that didn't help

I was unable to obtain straightforward guidance about a family member's medication and test outcomes, and consequently had to wait over two weeks for a phone consultation. The appointment proved to be unhelpful. There are other concerns, but I prefer not to elaborate further.

Reception team changes affected my experience

This surgery has declined since a particular doctor's departure and the reception team could benefit from bringing back certain staff members.

Booking system makes getting appointments nearly impossible

The appointment system here is very frustrating. It operates on a first-come, first-served basis where you need to call at 8am, but even then there's a long queue and by the time you get through, all the slots have been taken. There's no option to book appointments ahead of time, and face-to-face consultations don't seem to be available. It's disappointing that services haven't returned to how they were before the pandemic, and it feels like practices are continuing with these restrictions without consequence. This approach is adding strain to the wider NHS, as many people are being forced to seek care at accident and emergency departments or urgent care centres instead.

Impossible to get an appointment here

I would give the lowest possible rating if the system allowed it, and would recommend avoiding this practice. The availability of appointments is extremely limited, and the booking system is highly problematic.

Phone lines impossible to reach for booking

The phone lines are difficult to reach when attempting to schedule an appointment, and availability seems limited. The treatments provided have not been effective for my needs, and I experienced an adverse reaction to a prescribed cream that worsened my condition. I would not recommend this practice based on my experience.

Can't get appointments when you need them

Absolutely disappointing, there seems little point in the practice being open when appointments are virtually impossible to obtain. No wonder the NHS is under such strain.

Impossible to book appointments when needed

Extremely frustrating experience with appointment availability. The booking system is very difficult to navigate, and even when encouraged to schedule a visit, securing a slot proves nearly impossible. I would rate this much lower if the system allowed it.

Impossible to reach when you need help most

A disappointing experience. This does not reflect the NHS values being promoted. The practice should be focused on supporting patients who are unwell. Instead, the systems appear designed to make access difficult. (Would not rate this one star, but had to give it one to provide feedback) Getting a sick note proved extremely challenging. Appointment slots fill immediately when booking opens at 8:00. The service does not meet basic standards, and there is no clear way to raise concerns. There appears to be no accountability. Attempts to complain via email went unanswered. Contact by phone or other means proved impossible. This is deeply frustrating. I contribute through taxation and have supported the NHS. This experience falls well short of expectations. Very disappointed.

Struggling to find available appointment slots

The practice frequently has restricted availability for appointments, including those with nursing staff. There is room for improvement in how scheduling is managed.

Practice quality has declined significantly over time

A few years ago the service was excellent, but over the past couple of years it has deteriorated significantly. My family and I ended up relocating, partly because we felt the standard of care had become unreliable. We had concerns about the approach to diagnosis and felt the quality of clinical assessment had declined noticeably.

Reception staff made me feel genuinely heard

I have found this practice to be excellent across all areas, with friendly and helpful staff, a pleasant facility, and a convenient pharmacy. The knowledge and professionalism demonstrated by the clinical team, administrative staff, and nursing team have given me renewed confidence following a difficult experience elsewhere. Thank you to everyone involved.